System Engineer Full Time

Are you searching for a rewarding System Engineer Job in Dubai with a technology-driven organization? Atom Technology is seeking skilled professionals to support and optimize IT infrastructure, network systems, and enterprise technology solutions. This opportunity is ideal for candidates interested in system engineer jobs in Dubai, cloud computing careers, network engineering, cyber security, and IT infrastructure management. The role offers valuable exposure to cloud platforms, systems administration, server management, network security, and digital transformation projects, making it an excellent opportunity for professionals looking to advance their careers in the technology sector.

RESPONSIBILITIES

A) Service Desk Implementation & Continued Improvement (Deliverable)

• Implement and maintain the ITSM Service Desk operating model and platform configuration end-to-end (modules, workflows, forms, SLAs/OLAs, routing rules, categories, and automation).
• Maintain a continual improvement backlog (process pain points, automation opportunities, service quality improvements) and drive improvements through to completion.
• Ensure service desk practices remain consistent as the organisation scales (standardisation and repeatable delivery).

B) ITSM & Service Desk Operation

• Operate the self-service portal and ensure service request patterns are standardised and easy to use.
• Integrate and maintain Problem and Change processes, including Major Incident handling enablement.
• Ensure ticket quality: correct categorisation, priority, CI selection, clear communications, and closure notes.

C) Reporting & Metrics (Deliverable)

• Establish and maintain operational reporting packs and dashboards (SLA compliance, backlog, ticket quality, trends, and CSAT where used).
• Produce regular reports for management review and continuous improvement (monthly summary; weekly exceptions/breaches where required).
• Use reporting to identify recurring issues, route root-cause analysis, and reduce ticket volume over time.

D) MSP Onboarding & SLA Governance

• Support MSP onboarding: process mapping, catalogue items, access enablement, documentation handover.
• Monitor SLA compliance: dashboards, breach alerts, root-cause trend reviews, and continuous improvement actions.
• Coordinate operational handovers and ensure consistent ticket ownership and closure quality when MSP is engaged.

E) Incident Management, DR/BC Support & Communications

• Own the Incident Management process and act as the Major Incident Manager/facilitator during crises.
• Run stakeholder communications cadence, status updates, and incident notifications; coordinate MSP actions.
• Ensure BCP activation workflows and contact/on-call rosters are maintained in FreshService; schedule PIR logistics.
• Create and maintain communications templates and checklists linked to services/CIs in the CMDB.

F) Knowledge Management & Automation

• Build and maintain the knowledge base (end-user and agent-facing) to reduce ticket volumes and improve first-contact resolution.
• Implement auto-assignment rules, request templates, and workflow automation; improve intake routing and reduce misrouted tickets.
• Maintain regular knowledge review cycles and ensure content stays current with platform/process changes.

G) CMDB Process Ownership & Data Quality

• Own the CMDB class dictionary and lifecycle states; define data quality rules.
• Enforce CI selection in tickets/changes and run monthly CMDB data quality reviews with published dashboards.
• Coordinate with technical owners to ensure key CIs/services and dependencies are represented for impact analysis and audit evidence.

H) Standard Support Engineer Duties (L1/L2 Support)

• Provide L1/L2 incident and request handling with high communication quality, ensuring correct categorisation and routing in the ITSM tool.
• Provide Mac and iOS end-user support (device setup, troubleshooting, user guidance) as part of standard support coverage.
• Develop and maintain knowledge base (KB) articles and keep CMDB records updated as part of ticket resolution and continual improvement.
• Support major incident execution by assisting with war-room note-taking/timeline capture and ensuring actions are recorded and tracked to closure in ITSM.
• Execute end-user restoration activities (re-image/re-provision devices, access restoration validation) and ensure evidence is captured through ITSM workflows.

G) Procurement & General Administration (Expanded & Detailed)

• Coordinate sourcing/RFQs, vendor engagement, and quote comparison to support procurement recommendations.
• Manage purchasing workflow end-to-end (CAF/approvals/PO), validate deliveries and invoices, and coordinate with Finance for payment processing.
• Maintain renewal tracking and a complete, auditable evidence repository (quotes/approvals/POs/invoices/vendor docs) aligned to asset/service records and Finance registers.

KNOWLEDGE AND SKILLS

• 5-10 years experience in a similar role
• Strong experience designing complex SaaS platforms Strong ITSM and Service Desk management and/or implementation experience (Incident/Request/Problem/Change/Knowledge).
• Hands-on experience configuring and operating an ITSM platform.
• Mac and iOS support experience in an enterprise environment (device setup, troubleshooting, and user support).
• Demonstrated hands-on L1/L2 end-user support experience in a service desk environment, with strong communication and ticket hygiene.
• SLA reporting discipline: dashboards, breach monitoring, and continual service improvement actions.
• Experience implementing or operating CMDB/Asset processes, including data quality controls and lifecycle management.
• Strong documentation and process mapping skills (workflows, SOPs, runbooks, user-facing KB articles).
• Comfortable coordinating with external service providers (MSP) and ensuring handover quality and compliance.